We recently moved to ServiceNow and I want to report on our help desk's resolution rate. In our old ticketing system, Cherwell, we had the ability to report on "when" tickets were escalated from our help desk to a backline team. In ServiceNow, that option does not exist OOB. I created a request and sent it to our ServiceNow support team and they said it could not be done. Is that right? It seems odd that a robust system such as ServiceNow would not be able to tell us when tickets were escalated. The reason I need that is because we run monthly reports. Not being able to see when tickets were escalated limits me to simply look for "All tickets created last month, who resolved them and who escalated. At first glance, this looks like sufficient data to get me what I want, but when you do the math and apply some thought & logic, you quickly realize that NOT knowing when tickets were escalated, skews the actual resolution rate because it's very common for tickets to be created in 1 month, but be escalated or resolved the following month. Does anyone know a workaround for this?
